Case Study

Issues

For a decade, Covenant Medical Center has relied on Convergent Revenue Cycle Management (Convergent) to manage the hospital’s self-pay patient accounts and its affiliate, Convergent Healthcare Recoveries, Inc. (CHRI), to collect on patient accounts. “Our relationship with Convergent began in 2004, when we were looking for a way to simultaneously increase cash flow and improve our connectivity with patients,” said Andrea Covington, Manager of Collections and Receivables for Covenant.

Answers

Convergent’s highly tenured staff and advanced technology capabilities ensured a smooth transition to outsourcing for Covenant. Convergent staff that would work with Covenant on a day-to-day basis were on site during the transition to build the relationships needed for successful communications and operations. “Regular meetings with both sets of staff created the sense of teamwork and comfort needed to start the partnership off right,” said Warnke.

Outcomes

Throughout its ten-year partnership with Covenant, Convergent has contributed a steady stream of revenue to the hospital’s bottom line. Convergent returns approximately $1.2 million to the hospital monthly, with collection rates between 18 and 57 percent, depending on the book of business.

“Convergent consistently meets the goals we’ve set for call volume and payment received per month, which means that they continue to focus on our accounts and work them effectively,” said Covington. “We…[ read more / download the study ]